What is the primary definition of a "service" according to ITIL 4?
Itil Service Value System
Question · Easy
Incident vs problem
Short
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Define a 'service' in ITIL 4.
Key Concepts
Flashcard
Which term refers to the functionality offered by a product or service to meet a particular need?
The role held by someone who makes use of a service, rather than the person who authorizes its budget or sets its requirements.
Service concepts
Guess the Term
Introduction & Exam Overview
1.1 ITIL 4 Foundation Exam Facts
Study guide
Cheat sheet
Which component of value assurance focuses on "fit for use" rather than "fit for purpose"?
Read the clue and guess the term in 6 tries.
Game
What is 'value' in ITIL 4, and why is it described as co-created?
In ITIL 4, what is the definition of "value"?
What a thing is perceived to be worth in terms of benefits, usefulness, and importance, rather than the amount spent on an activity or resource or a possible event that could cause harm.
Which term describes a possible event that could cause harm or loss, or make it more difficult to achieve objectives?
Distinguish 'output' from 'outcome'.
Which stakeholders are responsible for defining objectives, setting priorities, and authorizing work to be performed?
Question · Medium
A possible occurrence that could cause harm or loss, or make objectives harder to reach; ITIL also uses the term for uncertainty of outcome.
1.2 What ITIL 4 Is and Why It Matters
What is an "output" in the context of ITIL 4?
Swap tiles to line up three of the same term.
Term Match
Define 'cost' and 'risk' as ITIL 4 value components.
A company implements a new IT service that allows employees to access their work applications from any device. Which statement best describes this situation?
___ on value: one of the seven ITIL guiding principles.
Guiding principles
Which combination represents the complete picture of what a service provides?
Differentiate 'utility' from 'warranty'.
What does it mean when a service is available 99.9% of the time?
___ where you are: ITIL guiding principle.
1.3 How to Study and Pass
Which guiding principle emphasizes starting with what you currently have and building from there?
Flip two cards at a time to find matching terms.
Term Pairs
Define 'service offering'.
According to ITIL 4, who is responsible for "value co-creation"?
Keep it ___ and practical: ITIL guiding principle.
What is the relationship between costs and risks in service management?
What are the three roles in a service relationship, and what is a service relationship?
Which guiding principle recommends focusing on value in everything the organization does?
Organizations and ___: the service management dimension covering structure, roles, responsibilities, and systems of authority and communication.
Service dimensions
Key Concepts of Service Management
2.1 Value and Value Co-Creation
What is the difference between a customer and a user in ITIL 4?
Find five hidden terms in a grid of letters.
Term Search
Distinguish a 'product' from a 'service'.
A bank implements a mobile banking app with biometric authentication. The biometric feature demonstrates which aspect of service value?
ITIL model of how all of an organization's components and activities work together to enable value creation, broader than the six-activity operating model.
Framework components
Which concept represents the cause of one or more incidents?
What is a 'continual improvement register' (CIR) and who is responsible for continual improvement?
Continual Improvement
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